NOC & Service Management Advisor | وظائف شركة سوداني
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NOC & Service Management Advisor | وظائف شركة سوداني |
Job Description
Position information
Job Title: NOC & Service Management Advisor
Sector: Technical
Division: IT
Report to: CIO
Main Job Purpose:
The primary objective of this role is to oversee the daily operations of our Network Operations Center
(NOC) and ensure the delivery of high-quality IT services. This includes maintaining the performance,
availability, and security of Sudani’s IT network infrastructure and services. The role also involves
managing incidents and other ITIL processes, as well as leading the implementation and enhancement
of ITIL processes and continual service improvement initiatives.
Duties & responsibilities:
1. Oversee the 24/7 operations of the Network Operations Center (NOC).
2. Monitor network performance to ensure the availability and reliability of network services.
3. Manage and resolve network incidents, minimizing downtime and business impact.
4. Develop and implement NOC policies, procedures, and best practices.
5. Mentor and coach the IT service management team in delivering high-quality IT services.
6. Implement and manage ITIL-based service management processes, including incident, problem,
change, and configuration management.
7. Regularly lead Change Advisory Board (CAB) meetings, ensuring compliance with change
management standards.
8. Lead major incident Root Cause Analysis (RCA) and register lessons learned.
9. Ensure compliance with service level agreements (SLAs) and key performance indicators (KPIs).
10.Conduct regular service reviews and drive continuous improvement initiatives.
11. Assist in recruiting new NOC and service management team members.
12.Collaborate with internal and external stakeholders to understand their needs and ensure
effective IT service delivery.
13.Communicate effectively with senior management, providing regular updates on network
performance and service management activities.
14. Prepare and present regular reports on network performance, incidents, and service management
metrics.
15.Maintain accurate and up-to-date documentation of network configurations, processes, and
procedures.
16. Lead IT digital transformation by utilizing BPM and other automation tools to implement
workflows and processes, all ITIL processes are targeted for automation in the digitalization
journey of IT excellence.
17. Work closely with Service Management administrators to fix, enhance, and resolve any possible
issues related to all processes implemented or in the process of being deployed.
18. Liaise with internal and internal stakeholders to adopt the tools and processes and conduct
awareness and training whenever needed.
Behavioral Competencies
1. Communication: Excellent verbal and written communication skills to articulate technical
concepts and negotiate with vendors.
2. Analytical Thinking: Skilled in analyzing network traffic patterns and identifying abnormalities,
proactively addressing potential issues.
3. Stakeholder Management: Proficient in managing relationships with stakeholders, ensuring their
needs and expectations are consistently met.
4. Presentation Skills: Able to articulate thoughts and ideas clearly and understandably, using
narratives to engage the audience and make presentations more relatable.
5. Accountability: Demonstrates responsibility and reliability in all tasks, maintaining a high
standard of conduct and performance.
6. Result-oriented: Focuses on achieving goals and delivering outcomes efficiently and effectively,
with a commitment to excellence.
7. Adaptability: Flexibility to adapt to new technologies, trends, and changing business needs.
Technical Competencies
1. NOC Operation Knowledge: Possesses in-depth knowledge of Network Operations Center
operations, including monitoring, incident management, and performance optimization.
2. Proficiency in ITIL Processes and Service Management: Demonstrates proficiency in ITIL
processes, including incident, problem, change, and configuration management, ensuring
effective service delivery.
3. Root Cause Analysis: Capable of identifying the underlying causes of problems or incidents,
focusing on root causes rather than just treating symptoms, to prevent recurrence.
4. Network Security: Expertise in implementing and maintaining network security measures to
protect against cyber threats and ensure data integrity.
5. Performance Monitoring: Proficient in using various network performance monitoring tools and
software to track and analyze network performance metrics.
6. Incident Response Plan: Skilled in developing and executing incident response plans, ensuring
quick and effective resolution of network issues to minimize impact on business operations.
Job Requirements (Education, Training or Certificates, Experience, Language):
Education: Bachelor’s degree in computer science, electrical engineering, electronics, or a related field.
Training or Certificates: MCSE, Microsoft Certified Systems Engineer| CCNP, Cisco Certified Network
Professional | ITIL Expert Certification
Experience: 8 – 10 years in service management and NOC operations.
Languages: Fluent in English/Arabic (Written& Spoken)